Customer Service Manager, Maritime

SES - United States3.9

Full-timeEstimated: $87,000 - $120,000 a year
EducationSkills
Where others see barriers, we see opportunities.

Do you enjoy helping customers experience breakthroughs in their business? Do you stay attuned to your customers’ needs and visions? Do you like to work openly and supportively together with your colleagues and customers? Our work involves many different minds and skills, it can’t be done alone.

It's a great time to be part of SES.

SES is the world-leading satellite operator providing end-to-end communication solutions. SES leads across new technologies in video, fixed data, mobility and government We are a team of people from around the world working together to make a significant difference in the world.

As a part of the SES Networks team, you will play an integral part in delivering on our vision to bring differentiated networks and services to our customers, and grow our business with exciting customers, and become the world’s leading provider of global, satellite-enabled, data communications services. SES Networks—the only network provider with a multi-band, multi-orbit infrastructure—delivers end to end managed networking solutions through the company’s robust global services capability, providing maximum value to customers across industries and geographies.

SES Networks:
Helps close the digital divide by connecting people in the most remote and difficult to connect places around the world.
Makes it possible for people to stay connected while flying 10km high on a commercial airplane.
Provides extensive satellite coverage across all the world’s seas and oceans via dedicated mobility beams.
Works together with our partners to develop new standards and technology, use intelligent analytics to optimise capacity utilisation and user experience.

Customer Service Manager, Maritime
Florida - USA

ROLE DESCRIPTION SUMMARY

The Customer Service Manager (CSM) role is a customer facing position in which the CSM is responsible for direct interaction with the customer while leading the effort to implement, operate and maintain SES Networks services that are delivered to the customer. The CSM role will focus on supporting existing services and rolling out new services for customers within the SES Networks Maritime Segment. The CSM owns the customer relationship on behalf of the Global Services organisation from presales activities to service delivery and ongoing operations and maintenance support. The CSM is responsible for managing the Program delivery, maintaining operational performance and SLA’s, and driving service quality from the Global Services organisation. The Customer Service Manager is the key “Voice of the Customer” within SES Networks, understanding what each customer values the most in terms of operational support and ensuring that the whole SES Networks team interfaces with the customer to drive service quality to maintain and enhance revenue.

This specific CSM position will play an important role in maintaining current business and securing new business with key passenger cruise line customers based in the South Florida area. Securing new business with these key passenger cruise line customers will be critical to the growth of the SES Networks Maritime Business Segment.

The CSM will be the main services leader driving the relationship with the customer and will have frequent interaction with the customer onsite at their facility. The CSM will lead the SES Networks service organization through proposal, service rollout and on-going operation and maintenance activities.

The CSM will also play a large and critical role in enhancing SES Networks’ ability to delivery fully managed MEO and GEO services in the Maritime business segment. The CSM will lead and assist the development of process, procedures and tools to further advance SES Networks’ ability to provide value added services to the Maritime customers.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

Work closely with the SES Networks sales organization during the presales process to secure new business with passenger cruise line customers and to present a common message to the customer for all post-sales activities
Interact directly and often with the customer to maintain a strong relationship and to ensure that a consistent high quality service is provided
Operate as the main point of contact to the customer for the SES Networks services organization
Lead projects with direct and frequent collaborative interaction with the customer
Plan, staff and execute the rollout of new services
Oversee the delivery and ongoing operations and maintenance support of SES Networks services to Maritime customers with the intent to achieve specific performance objectives, with overall customer satisfaction as the highest objective
Manage, plan and execute the delivery of new services to SES Networks’ Maritime customers to ensure that all start of service dates are satisfied and the associated revenue is delivered on schedule
Report on Project Delivery status to the SES Networks Maritime customer and internally to all SES Networks stakeholders
Work with the O3b operations team to ensure that SLA’s and KPI’s are achieved and customer expectations for service quality, resolution timelines and customer satisfaction are realized
Facilitate periodic service quality review meetings with SES Networks Maritime customers to review incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes.
Plan and coordinate periodic preventive maintenance activities required under the relevant SLA. Communicate to the customer in a prompt and timely manner all planned service outages.
Act as Voice of the customer and provide feedback to Product Development, Systems Engineering and Asset Management on requested features or enhancements, technical challenges, and SES Networks customer support services
Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center
Be a champion within SES Networks to work with the internal functional teams to help promote and enhance O3b culture of customer service
Support the effort to develop and implement process and procedures based on best practices that enable the operations team to perform their responsibilities in a more efficient and cost savings manner.
Lead and/or support the effort to develop and implement process, procedures and tools based on best practices to enhance SES Networks’ ability to delivery fully managed MEO and GEO services in the Maritime business segment
Work closely with the SES Networks Billing team to ensure that all invoices are properly delivered and payments are received
Own the customer specific P&L

COMPETENCIES

Strong verbal and written communications skills coupled with an ability to convey messages in an appropriate manner to both external and internal customers
Strong project management and organization/coordination skills
Ability to work under pressure, use judgement to make decisions and adapt to change
World class attitude to customer service
Excellent presentation skills
Strong interpersonal skills and an ability to work effectively in a global high energy multicultural team and interface with a global customer base and understand their needs
Sense of urgency, initiative and competitive drive to get things done
Resourcefully working through or around anything blocking things that need to be accomplished
Ability to work at in a fast pace environment
Willing to travel and interface directly with clients, up to 25% of the time

QUALIFICATION & EXPERIENCE

Bachelor of Science degree (preferably in Engineering, Technology, Computer Science or Information Systems) or equivalent experience required
Hands on knowledge of the implementation of satellite based networks
A minimum of 10 years’ relevant experience in a project management, business management, service delivery and/or account management role
A minimum of 5 years’ relevant experience in the passenger cruise line business area
Proficient in Microsoft Office skills, including Microsoft Project
Previous experience in managing and executing to P&L Budget
Knowledge of satellite industry and enterprise networks
Hands on knowledge of the implementation of satellite based networks is strongly desirable
PMP Certification or equivalent
ITIL Certification

We offer you

A diverse workplace. For SES, diversity is more than a question of gender or race; we welcome different minds and different skills.
An exciting job opportunity in a fast moving and fascinating industry. Our technology is launching into space on the next generation of rockets.
Opportunities to further grow and develop in a global and growing company; we believe life-long learning is key to bring the best of SES worldwide.
A competitive compensation package linked to your performance, and further supplemented with attractive benefits.

SES is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.